FinTech Customer Support Champion

Triwill Group; Northern (KY); Hybrid; USD 43,000 - 53,000; Full time

Job summary

Mercury is expanding its Customer Support team to help startups and fintech users. You’ll respond to inquiries by chat, email, and phone, resolving issues and guiding users through the product.

The role emphasizes empathy, clear communication, and finding efficient solutions in a fast-moving fintech environment. Responsibilities include handling account requests, disputes, and payments, building self-serve content, and collaborating with engineering and banking partners to improve processes.

Qualifications

• 2+ years of experience in a Customer Experience / Customer Support role.
• Ability to translate complex concepts into simple user guidance.
• Aims to automate repetitive tasks and improve processes.

Responsibilities

• Answer user questions over chat, email, and phone.
• Handle account requests including processing, disputes, and payments.
• Teach users how to use the product and collect feedback for improvement.
• Write help articles and FAQs and assist with compliance tasks.
• Collaborate with engineering and partner banks to resolve issues.

Skills

Customer Support

Empathy

Communication

Problem Solving

Process Automation

Job description

Mercury is expanding its Customer Support team to help startups and fintech users. You’ll respond to inquiries by chat, email, and phone, resolving issues and guiding users through the product.

The role emphasizes empathy, clear communication, and finding efficient solutions in a fast-moving fintech environment. Responsibilities include handling account requests, disputes, and payments, building self-serve content, and collaborating with engineering and banking partners to improve processes.